Technical Site Operations Manager - Modesto- CA

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

** All candidates must be located within a commutable distance to Modesto, CA for onsite work.

This Technical Site Operations Manager (TSOM) works onsite or hybrid in Modesto, CA supporting day-to-day MPS implementation, deployment, and printer output environment needs. The TSOM works closely with contacts, end user community, and Contractor’s internal resources to successfully support steady state for the MPS program.

The TSOM will also be responsible for proof of concept, pilot activities, installation verification, product set-up and configuration (drivers, print servers, networking, etc.) and for implementing the infrastructure required to support the firmware, security updates and print queue coordination in the environment. The TSOM will provide support for environment troubleshooting (drivers, print servers, networking, etc.).

Roles and Responsibilities:

• Assisting in coordinating implementation activities with the Project Managers.
• Monitoring help desk tickets and facilitate their resolution as needed.
  • Daily review of Open and Closed Service Ticket reports.
  • Notification of status, as required, to customer designated resource(s).
  • Escalation Management of service cases nearing SLA limits.
  • Daily reviews will also be particular to any open cases for high profile locations and/or 4 HR SLAs locations.
  • Root Cause Analysis will be performed and communicated for any break-fix case (s) which did not meet the required SLA.
  • RCA is expected to provide insights to issues and lead to areas where improvements is needed.
• Providing an interface between end-users and technical support, and Lexmark’s technical personnel to improve/maintain customer satisfaction.

• Acting as the primary point of contact and relationship owner with the customer after steady state.
• Working closely with Lexmark’s operations and service support teams to ensure adherence to all consumable and break/fix SLAs.
• Participating in weekly/monthly status meetings during and after implementation.
• Conducting monthly/quarterly performance reviews as needed.
• Developing and implementing processes for managing core business activities i.e., consumable and asset management, asset tracking and technical support.
• Creating and maintaining Implementation Procedures Manual and Escalation Process Procedures.
• Coordinating support for improved service diagnostics.
• Recommending and implementing operations techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the MPS program.
• Collaborate with the Contractor’s Operations team to document and analyze current practices and workflow to define/determine the operational requirements.
• Support any print release server settings associated with the service.
• Support print, firmware, and configuration adherence to customer standards.
• Using device monitoring software (Example: MarkVision Enterprise etc.) to ensure device compliance, accurate configuration, firmware updates, and as a resource for remote access to asset review and settings updates.
• Create and maintain print process documentation for dissemination on the customer’s collaboration tools.
• Develop & implement continual process improvements within the MPS program.
• Inventory/asset management.
• MADC & consumables management.
• Facilitate status meetings & project status updates.
• Monitor & manage the predictive service queue for enhanced remote fix & maximum uptime.
• Assume other special activities, responsibilities, and special projects within the scope of TSOM roles and responsibilities as required and defined in writing with customer.

Qualifications:

• BS/BA degree or 3+ years of relevant experience

• Have strong troubleshooting e